Capacity sizing in the presence of a common shared resource: Dimensioning an inbound call center.

O. Zeynep Aksin Patrick T. Harker

Published in: Eur. J. Oper. Res. (2003)

Keyphrases

call center
service level
arrival rate
service quality
resource requirements
service systems
resource allocation
asymptotically optimal
queue length
agent technology
customer service
queueing model
information systems
database
cooperative
holding cost
customer support